Community Edition: The best free helpdesk out there.
December 08, 2021

Community Edition: The best free helpdesk out there.

Anonymous | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Software Version

iTop Community

Overall Satisfaction with Combodo iTop

We use it for IT issue tracking and ITSM

Pros

  • Open source
  • Issue Tracking
  • Integrations

Cons

  • UI, the UI is outdated and clunky
  • Multi Tenancy. The app is not multi tenanted in a elegant way
  • Automation. I really think that they can add some more automation
  • Open source
  • Community Edition
  • Change management
  • We have been able to immediately see better handling of change Requests
  • We are able to see incidents more clearly
  • Integrations with existing stack brought quicker time to production
You can not beat [Combodo iTop] community edition in terms of features. It is a great piece of software that has its place for any company that needs to get a helpdesk up and a budget is a big concern.

Do you think iTop delivers good value for the price?

Yes

Are you happy with iTop's feature set?

Yes

Did iTop live up to sales and marketing promises?

Yes

Did implementation of iTop go as expected?

Yes

Would you buy iTop again?

Yes

I think that it is very well suited for smaller companies who want a help desk stack with a monitoring integration like Zabbix for a completely open-source stack. I do not think that it is particularly well suited for large organizations where more robust helpdesks are available. ServiceNow may be a better option for a larger organization.

iTop Feature Ratings

Organize and prioritize service tickets
9
Expert directory
9
Service restoration
9
Self-service tools
9
Subscription-based notifications
9
ITSM collaboration and documentation
9
ITSM reports and dashboards
9
Configuration mangement
8
Asset management dashboard
7
Policy and contract enforcement
8
Change requests repository
10
Change calendar
10
Service-level management
10

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